ComplaintsforAbercrombie & Fitch

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order placed on May 27 and some items were returned within the 30 day window. Did not receive refund back to credit card as expected. When calling customer service, they accidentally issued a credit instead of refund back to original payment. I still have not been able to get this fixed to get the refund back to my original met**d of payment. I do not want a credit. Customer call reference: ******* ******* and *******

  Business response

  07/19/2024

  Hi *******, 

  Thank you for contacting us via the Better Business Bureau regarding your refund that was received in a form you were not expecting! 

  Returns from Canada first arrive at our carrier hub where they are then grouped with other returns to all be shipped back together to us in the US. Once the package arrives, we check in the items and process the refund for you. Upon reviewing your order, it appears from the tracking that the package was received at our Canadian hub, but not received at our US Distribution Center. When you spoke with one of our customer care agents they noticed this as well, therefore, they cancelled the online return that was created in order to process your refund for you. 

  Due to the timeframe that had passed when the refund was processed on your order ***********, our system automatically refunded you in the form of an e-gift card. So sorry for that confusion! 

  We have gone ahead and removed the funds from the e-gift card you received and have issued the refund to your **** ending in **** instead! A total of $129.92 was removed from that gift card and sent to your account for you today, July 19th. Please note, it can take 3-5 business days for the funds to complete processing back to your account. Also, no automated email is sent to confirm this refund so please keep an eye on your account details to see when t**se funds may become available to you!

   

  ***

  Customer Service

  Abercrombie & Fitch

  Customer response

  07/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* **

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 5/27, I sent a return bag to A+F via ***** with $1728 worth of merchandise. On 5/29, I received a notification from *** ** that my package had a "delivery exception" - and that it had been damaged and that it would be returned to shipper. I contacted A+F and they told me that they would issue me a refund regardless of whether I received the package back. They then reversed this decision - so I contacted ***** to file a claim. ***** then informed me that 1- there was no declared value on the shipping label so the most that they would cover was $100, but two (and more importantly), that A+F had to file a claim with them directly in because A+F created the shipping label and not me, so they would not refund me- only A+F. I inquired about just having ***** return the merchandise back to me so I could return it in-store, but they said they wouldn't do that since they "resolved" the claim on my end and were waiting for A+F to contact them. So I am stuck between a rock and hard place- A+F won't reimburse me until they receive the merchandise and ***** won't release the merchandise to me, only A+F. I spent DOZENS of hours trying to contact A+F to relay this information and all I kept getting was denials of my claim. I want a refund on my return and for A+F to handle this dispute directly with ***** (they keep claiming I need to handle it with *** **, but I have spoken to multiple supervisors at *** ** and they have all said no, they will not resolve the dispute with me, only A+F since A+F created the shipping label!). I tried to dispute the charge with my credit card company, but they also denied it because A+F said they never received the merchandise- which of course they didn't, because they refuse to contact *** ** directly!!! I was a loyal customer of A+F's- spent thousands a year there, but after this experience, there is no way I will ever shop with them again.

  Business response

  07/17/2024

  Hi ****, 

  Thank you for contacting us via the Better Business Bureau regarding your return package! 

  We are sorry to hear of the troubles you have been having with your return! We understand the importance of receiving your refund in a timely manner! Due to the tracking situation that has occurred with ***** and your return package, we would like to connect with you via email to further assist you with your return. We will be reaching out shortly to discuss your concerns. We will also be connecting with our internal teams and mail carrier partners to find the best solution regarding your return and refund. 

   

  *** 

  Customer Service

  Abercrombie & Fitch 

  Customer response

  07/19/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: their response indicated that they would reach out to *** ** to see if they can file a claim directly and that they would get back to me. So until I receive confirmation from them that they filed a claim with *** ** and that they will be refunding me, I do not consider this matter resolved.
  
  Regards,
  
  **** ******

  Customer response

  07/19/2024

  I heard from A&F right after I responded to you all rejecting the resolution that they were able to speak directly with *** ** and would be refunding me so the issue is now resolved. Please see attached correspondence for reference. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Typical exception when NO DELIVERY WAS ATTEMPTED!I called YOUR customer service, they CANNOT CONTACT YOUR CARRIER!Lazer Ships Reviews in **********...3 out of the last 30(!) are greater than 1 STAR!I NEED WHAT I PAID FOR DELIVERED NOW!ORDER #***********

  Business response

  07/17/2024

  Hi ****, 

  Thank you for contacting us via the Better Business Bureau regarding the delivery of your recent Abercrombie & Fitch order 21100813613!

  We are sorry to hear that this order has not yet arrived for you! Upon review of the tracking information through LaserShip/OnTrac, we see that they are needing some further delivery details from you and have requested that you contact them to provide this information. You can reach them at ************ of through their website listed here: ************************************;

  Since your address is considered to be confidential information, we are unable to connect with them on your behalf to provide the required information they are needing for the delivery of your order. In the tracking notes listed on their website, it shows that they are requesting an access code for delivery. Once you have connected with the carrier, they should be able to get your order delivery updated for you. 

   

  ***

  Customer Service

  ********************** & ********************

   

  Customer response

  07/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22000977
  
  

  I am rejecting this response because: 
  

  That number tells me to go to their website and then hangs up. You guys are responcible for contacting your business partner. I filed a police reeport as well.

  
  Regards,
  
  ***********************

  Business response

  07/18/2024

  The business stated they have provided all information necessary for you to receive your order. Please see attachments.

   

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an item and returned in store. The business has failed to issue me the refund.

  Business response

  07/17/2024

  Hello ***, 

  Thank you for contacting us via the Better Business Bureau regarding your missing refund from a return made in store! 

  We are sorry to hear that you still have not received your refund back to your Apple Pay account for return made on June 26th! We have been able to review your online purchase, store exchange, and the store return then made later the same day. Upon further investigation, it looks like when the skirt was returned, since it was a store purchase, the funds got tied up between the online return/exchange that was made and the store purchase made. We apologize for the inconveniences that this has caused you! 

  We are happy to confirm that a refund in the amount of $65.99 has been processed to your Apple Pay account on July 16th. Please allow 3-5 business days for this refund to reflect back to your account. 

   

  ***

  Customer Service

  ********************** & ********************

   

  Customer response

  07/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *******************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  • Order Placed: 05/26/24 • Order #: *********** • Total: $125.59 USD • Estimated Delivery Date: 06/03/24 • 06/06/24- I called Fed Ex to report missing or stolen package and was told that the delivery person took a photo, and that Hollister & Co. would need to file the missing package claim directly as per their guidelines. “The tracking number that you entered is for a FedEx SmartPost shipment. Only the company that shipped you this package can file a claim on it, and the claim cannot be submitted online. If you are the shipper, please refer to filing instructions at fedex.com/us/smartpostguide and select 'Tutorials'. • 06/06/24- I called Hollister Customer Service to report that I have NOT received my package BUT I do see that FedEx took a picture of the delivery and worried that it was stolen. • 06/06/24-Response from Jose at Research & Resolution “Hello *********, Thank you for contacting us regarding your purchase, We are very sorry to hear that you cannot locate your order #***********. In our records we see that FedEx delivered your package on 6/3/24. Once the package is delivered to the shipping company from our distribution center, we are no longer responsible for lost or stolen packages from your property. If you believe your package was taken from your property, please contact local authorities. Below I have linked the company's contact information along with their tracking number. ************” • The business has not tried to resolve the problem. I am still being charged and would like to be refunded please.

  Business response

  07/16/2024

  Hi *********,

  Thank you for contacting us via the Better Business Bureau regarding your missing order ***********!

  We are so sorry to hear there was an issue with receiving your order, and that you originally received a denial when a refund had been requested.  When a package is reported as not received, our Research and Resolution team reviews each request and may not be able to approve a refund when we have received previous requests of the same nature. Our Research and Resolution team has since re-evaluated your recent request on your order for a refund and are happy to confirm this initial decision has been overturned, however, this is a one-time courtesy they are extending you regarding this missing order. 
  
  We can confirm that a refund was approved on July 16th in the amount of $125.59 back to your ****** account. Please allow up to 14 days for the refund to reflect in your account. If you have not seen the refund in your ****** account after 14 days, we would then advise you to reach out to ****** for further assistance with the refund that has been processed on your behalf. 

   

  *** 

  Customer Service 

  Hollister Co. 

  Customer response

  07/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ********* *********

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  placed an order for a trapeze skort. order *********** - I received an email that the item was delivered on sunday evening around 9pm est. I contacted Abercrombie customer service today in order to resolve the issue - the courier was NO HELP and sent me right back to A&F. I never received any photo confirmation of the delivery but the chat agent presented one to me today and I promptly let them know the porch is not mine. we have a wooden step porch not brick. I have a work order in with google maps bc they have our home presented as an address that is on the block behind us. I check with the neighbor often for our packages and there was nothing. I spoke to my direct next door neighbors as well as checking our ring camera on the front door. there was never a delivery made to my house. the chat rep opened a case and I received a follow up email stating the investigation shows the package as derived. of course it does bc it was delivered somewhere but not to me! I would like a replacement or a refund for the item whichever is possible.

  Business response

  07/09/2024

  Hi ******, 

  Thank you for contacting us via the Better Business Bureau regarding your missing order ***********!

  We have been able to review your order and recent communications with our customer care agents, however, we still have a few questions we would like to discuss with you further so we can best assist you with your missing package! A member of our customer care team will be reaching out to you shortly via email. Please be on the lookout for this email so we can help get this issue resolved for you promptly! 

   

  *** 

  Customer Service

  Abercrombie & Fitch

   

  Customer response

  07/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I am working with a rep but the issue itself it not resolved so I will not accept a response from the business until it provides a resolution for me
  
  Regards,
  
  ***** ***

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Multibillion dollar company uses mediocre shipping carrier (Lasership) that consumers can’t even get in contact with their customer service when a delivery isn’t made to the proper apartment on shipping address which led to package getting stolen. All A&F did was say to contact authorities and repurchase with price matching. Authorities were contacted but nothing will probably come of it.

  Business response

  07/10/2024

  Hi *******, 

  Thank you for contacting us via the Better Business Bureau regarding your missing order! 

  We are so sorry to hear there was an issue with receiving your order, and that you originally received a denial when a reshipment was requested. Our Research and Resolution team reviews all requests and has re-evaluated your recent request for order ***********. We were able to confirm that the delivery was indeed made to the correct address, however, it was not left on the 2nd floor as indicated on your delivery address shown on your order with Abercrombie & Fitch. 
  
  As much as we would love to reship these items for you and provide you with the products you ordered, we unfortunately see that both items are currently out of stock. We can confirm that a refund has been approved on July 10th for your missing order. The refund was processed in the amount of $56.93 to your ****** account. Please allow 3-5 business days for this refund to reflect to your account. Another refund in the amount of $54.24 has been issued to a new e-gift card for you. You will receive an email with confirmation of this refund and within 72 hours should receive a follow up email providing you with the new e-gift card information. 

   

  ***

  Customer Service

  Abercrombie & Fitch

  Customer response

  07/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *****

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order *********** was returned using the usps shipping label provided in the package, all items from the package were returned. When i did not receive my refund I was told to wait 3 business days and then some man from the "research and resolution " dept named **** emailed me back with the extremely helpful information that my items would be refunded on receipt at the warehouse... the issue seems quite obvious to me, but **** seemed to have trouble understanding that the problem was my package had ALREADY arrived at the warehouse weeks ago. I emailed back to explain this to ****, multiple times over a few weeks only to get ZERO response. I then started a new request and was told to continue with my original or "it starts over" . Could someone perhaps explain to me why I didn't get a response then? In any case i then spent another 3 weeks trying to figure this out only to be told to wat 3 business days to a response. My response arrived in 7 days, and it was from ... ****, again! what a guy! I'm not sure of **** has memory issues, perhaps he is stupdi or maybe he just doesn't care but ****'s response was the exact same as his initial response months ago and did not include responses or clarificatios to to any of my issues. At this point it's been over 2 months and it's seeming as though I will have to go through my bank instead .

  Business response

  07/09/2024

  Hello ******,

  Thank you for contacting us via the Better Business Bureau regarding your return and refund!

  We are happy to confirm that it does appear as though this issue was resolved as of July 8th when your refund of $258.48 was processed your **** ending in ****. Upon further review, we also see that a return was not created prior to sending this merchandise back and our return label was also not used for the shipment. We would advise that created an online return and using our shipping label will help ensure a much faster and smore seamless return and refund for you in the future. We are happy to assist you with this process if you have any questions as well. You can reach us at *************************** for assistance in creating your online returns anytime!

  Here at Abercrombie & Fitch, we are always looking for ways to improve and ensure each customer has a positive and pleasant experience each time they shop with us. We are happy to share your feedback on the customer service agent that you have had multiple email encounters with for any possible coaching opportunities he may need.

   

  ***

  Customer Service

  Abercrombie & Fitch

  Business response

  07/11/2024

  Hi ******, 

  Thanks for reaching back out to us via the Better Business Bureau site regarding your order and refund!

  We are sorry to hear you have not seen this refund reflected to your **** ending in **** yet! The refund was processed for you on July 9th and it can take between 3-5 business days to reflect to your card. Since today is only July 11th, we can assume that the refund is not yet showing on your card for this reason. 

  Upon reviewing our payment processing system, we have been able to locate the ARN number for the refund transaction that has been issued on order *********** for you. If you are still not seeing the refund in your account after the 5th business day, we would advise that you provide your **** card company with this ARN reference number *********************** to assist in locating your refund. ARN stands for Acquirer Reference Number and is a specialized number that gets assigned to every credit card purchase and refund transaction. By providing you with these numbers your bank or credit card company they will be able to track the refund details for you. 

  When referencing the fact of no online return being created, we meant that you did not use our A&F website to create the return before shipping your merchandise back to us. This process is quick and easy and can be found on our site through this link: ******************************************************.  You just have to enter your order number along with your email used when the order is created. Creating this online return helps to inform us of the items you are shipping back to us and to expect this return package arriving shortly. Since you used your own tracking label and did not create this return prior to shipping your merchandise back, we were unaware of the return being made and we were unable to follow the tracking progress of your return. Using our generated return labels allows us to track the return package and assist you with a faster refund processing time. We advise you to use our return process with all future returns made so we are able to assist you with yours returns and refunds in a quick and seamless manner! 

   

  ***

  Customer Service

  Abercrombie & Fitch

   

  Customer response

  07/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I contacted my bank and they are not able to find this. Regarding the return, I did not use my own label. As mentioned already, many times, I used the one provided by abercrombie in the box. And i this the original customer "service" agent this, as well as **** (who still hasn't responded,and I also provided the tracking showing it arrived at the warehouse

  
  Regards,
  
  ****** ******

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made two purchases from Abercrombie & Fitch in the past 6 months and returned both in store. Despite having a receipt from the store and the website itself showing the items were returned, I was never refunded 6 months later. I have seen MANY other people online having this same issue where Abercrombie never refunds returned items.

  Business response

  07/02/2024

  Hi *******,

  Thank you for contacting us via the Better Business Bureau regarding your store returns and refunds! 

  We have reviewed your order history for 2024 along with the store returns you have made and are happy to provide you with the refund details today! We understand the concerns with not seeing your refunds reflected back to your account, therefore, we referenced our payment processing system to locate the ARN numbers for the 2 returns you have made in store on orders *********** & ***********. You can take these ARN numbers, which are the reference numbers for the refunds that were processed in store, and provide your bank/credit card company with them to locate both of your refunds.

  ARN stands for Acquirer Reference Number. An ARN is a specialized number that gets assigned to every credit card purchase and refund transaction. By providing you with these numbers your bank/credit company will be able to track the refund details from the 2 returns you have made back in January and March.

  Order *********** had a few items returned in store on March 12th. A refund in the amount of $198.05 was processed to your Visa ending in ****. The refund processed on March 13th and the reference number to provide your bank/card company with is ***********************.

  For order *********** a refund in the amount of $46.75 was issued from your store return on January 25th. The refund processed for you on January 26th and the reference number for this transaction is ***********************. This refund was also issued to your Visa ending in ****.

   

  *** 

  Customer Service

  Abercrombie & Fitch 

• Initial Complaint

  06/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of pants that arrived damaged. After going back-and-forth with the company, they wanted me to drive it to a different state to return, which I could not do. After going back-and-forth, they emailed me saying they would process the refund, but at that point I had already disputed it with my card. I have the emails where they said they would process the refund and they never did and neither did my card.

  Business response

  07/01/2024

  Hi ********, 

  Thank you for contacting us via the Better Business Bureau regarding the damaged pants you received! 

  Upon review of your previous contact history we see that a request was placed to refund the damaged pants. All requests on this nature go through a review process with our Research and Resolutions teams, who may not be able to process all of these refund requests. The review is based off previous refund/reshipment requested related to your contact and order history across both of brands.

  In the case that a damaged item is received in an order, we would typically ask you to create an online return to ship the merchandise back to us for either a refund or exchange. Another option would be to return the damaged merchandise to your closest store location. We would advise you to still create this return and send the pants back to us for a refund via e-gift card. We are happy to get your return processed once it has been received at our Distribution Center. 

   

  ***

  Customer Service

  Abercrombie & Fitch

  Business response

  07/03/2024

  Hi ********, 

  Thanks for reaching back out to us via the Better Business Bureau about your damages pants!

  We are sorry for the confusion that this has all caused you regarding your refund! We have reviewed the attachments you have included and see within the letter from our Abercrombie & Fitch customer care agents that it was mentioned a refund had been requested for you. This request is not a guarantee, since all requests of this nature going through a review process with our Research and Resolutions team. Our team did not approve the refund request since your damage pants would need to be returned to us in order to issue the refund, per our policies. 

  The reason an e-gift card has now been mentioned for your refund is because our refund policy states the return is to be received within 30 days from the shipment date of your order to issue the refund back to your original payment method. Since your order *********** was placed back in November of 2023, the refund would now be processed to an e-gift card for you. The great thing about our e-gift cards is that they never expire, therefore, the funds will be ready and waiting for you next time you are ready to shop with A&F! 

   

  ***

  Customer Service

  Abercrombie & Fitch

   

  Customer response

  07/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I will never shop with your business again because like I have said you could’ve responded to my emails or offered a different solution all the times I kept disputing it with my credit card, but you’ve never said nothing to me in all of these months.. And when I originally spoke to an agent, they told me if I didn’t take it back to a store that there was no other option and right now I am so furious that I went and bought printer ink so I could return it to you, but I am not taking an E gift card.. when I started this process many months ago, it was to obtain a refund, not an E gift card for a company that I will never shop with again. You do realize how ridiculous this is? You will not respond to my actual emails to you, but you will respond this way through the Better Business Bureau wasting everybody’s time… I am not taking the gift card.
  
  Regards,
  
  ******** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩